You need a digital partner that provides a rapid response whenever you have a problem. To make sure you are never on your own we give you direct contact numbers for everyone in the team. If you have any questions you can just give us a call.
If you have a problem out of hours you can contact any of the directors on their mobiles (you'll find the numbers on their email footers or business cards).
But support isn't just about acting when something goes wrong, it's also about being there when you need advice. We are always available to give advice on anything digital.
For peace of mind our systems in place make sure we never miss a trick. Here are some of them:
Account management
You will have a primary contact at dot Ingenuity who knows your account intimately. This person will have access to all the communication logs for your account and should be able to direct your enquiry to the person who is best equipped to deal with it.
Backups
We back everything up like our lives depend on it (that's becuase they do). We back up all of the sites and databases we host every day. We keep the sites for a week and the databases forever, so if you broke something last tuesday we can usually get it back for you. We also keep local copies of your site backed up every time we make changes for you, so you're never at risk of losing everything.
When asked, we provide regular backups to our clients on CD so they can keep a copy for themselves (this is something your insurance company might ask for).
Version control
Your website is always changing so we keep strict version control to track exactly what has changed. You might think this is just the same as keeping backups but it isn't. The version control system allows us to track who changed what and when, and to merge multiple copies of a site to revert back to particular changes.
Server infrastructure
To make sure your site is always available we have invested in very expensive server hardware. Our server has redundant hard drives, power supplies, network controllers and fans so they are unlikely to pack up unexpectedly. If one part does fail, then another one will take over until we can find a convenient time to replace it (usually at 4am on a sunday yawn).
What's more, we house the server in one of the finest data centres in the country so everything has a redundancy in place. And we also have a team of server experts on hand 24 hours a day in case there is a problem.
Monitoring
We test our web and database servers from three locations around the world every 15 minutes to make sure they are responding normally. If there are any problems our technical guys get an alert sent directly to their mobiles so they can deal with the problem right away.
Support
